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To become a certified Salesforce Service Cloud Administrator, candidates must pass the Salesforce ADX261 (Administer and Maintain Service Cloud) Certification Exam. Administer and Maintain Service Cloud certification exam validates the candidate's ability to implement, configure, and maintain Salesforce Service Cloud solutions. Administer and Maintain Service Cloud certification also demonstrates the candidate's proficiency in managing service entitlements, designing and configuring Service Cloud Automation, and analyzing Service Cloud data.

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q47-Q52):

NEW QUESTION # 47
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?

A. Case auto-response rule
B. OmniStudio
C. Salesforce Chat

Answer: C

NEW QUESTION # 48
Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.
What should a consultant recommend?

A. Create a custom dashboard.
B. Add History to the Utility bar.
C. Keep all cases open in tabs.

Answer: B

Explanation:
For Service Console users who need to efficiently revisit cases worked on earlier, adding the History component to the Utility Bar is recommended. This provides quick access to recently viewed records, enabling users to navigate back to previous cases without keeping all cases open in tabs, enhancing productivity and case management efficiency.

NEW QUESTION # 49
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?

A. Set up assignment rules and case queues.
B. Set up self-service Knowledge.
C. Set up escalation rules.

Answer: B

Explanation:
To address a high call abandonment rate using Service Cloud Voice, setting up a self-service Knowledge base is a strategic recommendation. By providing customers with access to a Knowledge base, they can find answers to their queries without waiting in call queues, reducing the volume of calls and, consequently, the abandonment rate. This solution enhances customer experience by offering immediate self-help options while optimizing call center operations.

NEW QUESTION # 50
Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays.
How should a consultant meet this requirement?

A. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.
B. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.
C. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business

Answer: B

Explanation:
To meet the requirement of directing cases to live agents only during business hours and considering holidays, configuring the Einstein Bot with an action to check for Default Business Hours and active Holiday records is recommended. This ensures that customers are directed to submit a case form when live agent support is not available, maintaining service expectations.

NEW QUESTION # 51
Cloud Kicks uses Omni-Channel to route calls, chats, and cases to agents. The contact center manager wants to improve the team's ability to prioritize time-sensitive work while continuing to handle their long-running work.
Which feature should a consultant recommend?

A. Interruptible Capacity
B. Skills-Based Routing
C. Secondary Routing Priority
D. Omni-Channel Supervisor

Answer: A

NEW QUESTION # 52
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